American Water Announces State Leadership Changes and New Customer Strategy Role

Rhea-AI Summary

American Water (NYSE: AWK) announced significant leadership changes and the creation of a new customer strategy role. Lynnae Wilson will join as Senior Vice President, Customer Strategy, overseeing both Customer Service and IT organizations. Matt Prine, current Indiana American Water President, becomes Chief Customer Officer, while Deb Degillio is appointed Chief Technology and Information Officer.

Additional changes include Barry Suits moving from Maryland and Virginia American Water to become Indiana American Water President, and Laura Runkle stepping up from Iowa American Water VP of Operations to lead Maryland and Virginia operations. All changes will be effective January 13, 2025.

Positive

• Creation of new strategic customer service role combining technology and customer experience
• Internal promotion of experienced executives showing strong succession planning
• Addition of external talent with 20+ years utility operations experience

Negative

• Multiple simultaneous leadership changes could create temporary operational disruption
• Extended transition period until January 2025 might delay strategic initiatives

CAMDEN, N.J.--(BUSINESS WIRE)-- American Water (NYSE: AWK), the largest regulated water and wastewater utility company in the U.S., announced today a number of state leadership changes and the development of a key customer strategy role.

Lynnae Wilson will join American Water as Senior Vice President, Customer Strategy, a new role that will focus on the effective strategic coordination of customer service and technology. In today’s world of virtual interaction and communication, the effective utilization of technology in all aspects of providing a superior customer experience is vital. American Water’s Customer Service and Information Technology (IT) organizations will be led by Wilson, as Matt Prine, currently President of Indiana American Water, has been named Chief Customer Officer, and Deb Degillio, has been named Chief Technology and Information Officer.

Wilson has more than 20 years of extensive operations experience in the utility space. Most recently responsible for all aspects of electric operations at CenterPoint Energy, her proven expertise includes leading an integrated technical and operational team serving millions of customers in multiple states.

Prine has led Indiana American Water since 2019, and his state operational experience will enhance the connection between customer service and operations. Degillio has been working with American Water’s IT team to implement many technology-supported customer service systems. She will bring her deep knowledge of customer service processes to IT.

Barry Suits, currently President of Maryland and Virginia American Water, will replace Prine as President of Indiana American Water. Laura Runkle, currently serving as Vice President of Operations for Iowa American Water, will replace Suits as President of Maryland and Virginia American Water.

Suits has led Maryland and Virginia operations since 2015 and has been with American Water since 1999, starting out with Illinois American Water. Runkle has been with American Water since 2010 in various roles with increasing responsibility in West Virginia, Pennsylvania and Iowa.

To allow for adequate transition of the various roles, particularly in state leadership, all of the changes will be effective January 13, 2025.

“This is an exciting day for our company to be able to promote highly experienced, long-time American Water employees as well as bring on someone like Lynnae, who has deep utility and operations knowledge,” said Cheryl Norton, Executive Vice President and Chief Operating Officer of American Water. “All are fully committed to our purpose of delivering safe, clean, reliable and affordable water and wastewater services. They know how to build teams effectively and they understand the importance of putting our customers first while making the communities we serve stronger.”

About American Water

American Water (NYSE: AWK) is the largest regulated water and wastewater utility company in the United States. With a history dating back to 1886, We Keep Life Flowing® by providing safe, clean, reliable and affordable drinking water and wastewater services to more than 14 million people with regulated operations in 14 states and on 18 military installations. American Water’s 6,500 talented professionals leverage their significant expertise and the company’s national size and scale to achieve excellent outcomes for the benefit of customers, employees, investors and other stakeholders.

For more information, visit amwater.com and join American Water on LinkedIn, Facebook, X and Instagram.

View source version on businesswire.com: https://www.businesswire.com/news/home/20241211742158/en/

Media Contact:

Alicia Barbieri

Director, Communications and External Affairs

American Water

(856) 676-8103

alicia.barbieri@amwater.com

Source: American Water

FAQ

What major leadership changes did American Water (AWK) announce for 2025?

AWK announced Lynnae Wilson as new SVP of Customer Strategy, Matt Prine as Chief Customer Officer, Deb Degillio as Chief Technology Officer, Barry Suits as Indiana American Water President, and Laura Runkle as Maryland and Virginia American Water President, effective January 13, 2025.

How will AWK's new Customer Strategy role impact operations?

The new role will focus on strategic coordination of customer service and technology, combining Customer Service and IT organizations under Lynnae Wilson's leadership to enhance customer experience through technology integration.

When will AWK's leadership changes take effect?

All leadership changes announced will take effect on January 13, 2025, allowing time for adequate transition of various roles, particularly in state leadership.

What experience does AWK's new SVP of Customer Strategy bring to the role?

Lynnae Wilson brings over 20 years of utility operations experience, most recently leading electric operations at CenterPoint Energy, managing integrated technical and operational teams serving millions of customers across multiple states.